Senior Specialist- Production Services - Pune
- BNY Mellon
- 9 - 14 years
- Pune
- 4 years ago
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Job Description
Roles and Responsibilities
Job Overview:
- This position is responsible for providing subject matter expertise and advanced L2 support on virtual desktop platform (VDS) to 13,000+ end users in the India region.
- Provides subject matter expertise/advanced L2 support on virtual desktop platform to the end-users using established procedures, including guidance, assistance, coordination and follow-up on straightforward and complex end user IT problems and ensure resolution.
- Lead VDS related projects & initiatives in the region and ensure the business objectives are successfully met.
- Guide/mentor the regional onsite support teams on managing service tickets on virtual desktops. Create & maintain desk procedures, SOPs, Knowledge base & other technical articles required for effectively providing the L1/L2 support by these teams. Address any gaps in existing processes and training to ensure the support teams are up-to speed
- Spot trends in repetitive VDS issues and work with respective teams to implement proactive solutions.
- Assign tasks/work on VDS to onsite support team as required.
- Identify opportunities for improvement in VDS services to the users and demonstrate beneficial outcomes. Aggressively adopt global best practices in the region.
- Collaborate/liase with global desktop engineering teams in resolution of complex VDS issues faced by end-users. Represent in global desktop engineering forums and champion the interests of the region.
- Manage known risks and identify new ones. Foster the concept of continuous process improvement.
- Be the face/go-to person on VDS to the Technology and business leadership in the region.
Qualifications:
- 8+ Years of IT Work experience. At least 3-5 years in end-user services and Virtual desktop support.
- Experience in handling complex VDS technical challenges and following through to resolution.
- Experience of designing and implementing SOPs and track record on effective handling of customer issues; End-user customer management skills.
- Experience of working in organizations with large virtual desktop ecosystem would be added advantage.
- Any professional certification on virtual desktops would be beneficial
- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of partners, managers, peers, subject matter experts & senior technology/business leaders
- Ability to think outside of the box, be proactive, have a Get things done attitude.
- Demonstrated ability to manage time and prioritize work to meet aggressive timelines and work under pressure.
Job Classification
Industry: IT Services & ConsultingFunctional Area: Engineering - Software, Role Category: Software DevelopmentRole: Software DevelopmentEmployement Type: Full timeEducation
Under Graduation: B.Tech/B.E. in Any SpecializationPost Graduation: Any PostgraduateContact Details:
Company: BNY Mellon Technology Private LimitedLocation(s): PuneWebsite: https://jobs.bnymellon.com+ View Contact
Keyskills: Citrix Virtual Desktop Support VDI
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₹ 25,00,000 - 30,00,000 P.A
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BNYMellonInternationalOperations(India) PrivateLim ited BNY Mellon is an investments company with more than USD 33 Trillion assets under custody. We provide investment management; investment services and wealth management that help institutions and individuals succeed in markets all over the wo...
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